Scatterhall Casino - Spieler beschwert sich über erfolglosen Selbstausschluss.

Hello, as was told in the Scatterhall thread by one of your reps that I should file a complaint about my permanent account closure which has not been complied with in any way, I am doing so now. On 1/23/23 I asked for a permanent self-exclusion without the possibility of reopening twice in the chat. I have been confirmed that the account has been closed. How can it be that I was able to open it again directly the next day and continue to deposit money. I strongly believe that player protection was violated here and I should not have continued to play/deposit. I will send proof to you by email, please give me an email address.

Hallo, wie in dem Thread Scatterhall von einem Ihrer Vertreter gesagt wurde, ich solle ich doch eine Beschwerde einreichen wegen meiner permanenten Kontoschließung die in keinster Weise eingehalten wurde, mache ich dies nun. Am 23.1.23 bat ich um einen Permanenten Selbstauschluss ohne der Möglichkeit der Wiedereröffnung 2 mal im Chat. Mir wurde bestätigt das das Konto geschlossen wurde. Wie kann es sein das ich es am nächsten Tag wieder direkt eröffnen konnte und weiterhin Geld einzahlen. Ich bin stark der Meinung das hier der Spielerschutz verletzt wurde und ich nicht hätte weiterhin spielen/einzahlen dürfen. Beweise lasse ich an sie per Mail zukommen, bitte geben sie mir dazu eine Email Adresse.

Dear yasin61,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

"7.5 SELF EXCLUSION

7.5.1 You may elect to exclude yourself from engaging in gameplay on Our Website for a definite or an indefinite period of time. In the eventuality that You decide to exclude yourself definitely or indefinitely You will not be able to gain access to Our gaming services via the Website. Once the self-exclusion is in place, You will only be able to log in after the time period has ended and after contacting customer support.

7.5.2 During Your period of self-exclusion whether for a definite or indefinite period of time, You shall not receive any marketing material from Our end.

7.5.3 A self-exclusion implemented by means of this clause shall only be removed upon Your request with 7-day cool off period or upon the expiry of the set duration of the self-exclusion period.

7.5.4 Any request to increase the period of self-exclusion shall be effective immediately upon receipt of the request.

7.6 We note that we have no access to any self-exclusion or limits which You have placed on other gaming operators’ and thus it shall be Your responsibility to inform us of any self-exclusion that You wish to implement on Your Account. Furthermore, any limit shall be only valid for the brand to which the request relates You are currently registered on and does not include any additional sites which are managed and/or owned by Us. If You have self excluded for gambling issues we will close your account on all our other brands and the pending withdrawable balance will be refunded back to you.

7.7 Notwithstanding the above, we reserve the right to close Your Account for responsible gaming measures, should, in our own and absolute discretion, deem that Your activity is exhibiting any form of gambling addiction. Nevertheless, we shall take no responsibility should You continue to use our Website with the intention to avoid the measures that we are making available to You. Thus, it shall be Your own and absolute responsibility to reach out to Us in the eventuality that You feel it would be best to implement a limit on Your activity and/or Your Account.

7.8 In requesting self-exclusion, You agree to provide full and accurate personal details, now and in the future, so Your access/use of the Website and services can be restricted. If You do choose to self-exclude, We will use all reasonable endeavours to ensure we comply with Your self-exclusion. However, in agreeing to self-exclude, You accept that You have a parallel obligation not to seek to circumvent the self-exclusion. Accordingly, We have no responsibility or liability for any subsequent consequences or losses howsoever caused that You may suffer or incur if You commence or continue to gamble through additional online accounts where You have changed any of the registration details or You provide misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion agreed. If you self-exclude for Gambling issues on a website operated by Zeus Lightning N.V., it will apply to all other brands. As a self-excluded player, you should not open another account with any other website during the time period you selected. Should you open another account with a website operated by Zeus Lightning N.V., we reserve the right to immediately close it, without prior notification and void any winnings. Any remaining real money balance will be refunded but will be subject to an administration fee of up to 10%."

Do you currently have access to your casino account? Could you please forward me your self-exclusion request? My email address is kristina.s@casino.guru. Additionally, please forward all the relevant communication between you and the casino as well. Alternatively, you can post it here.

I will be waiting for your reply patiently.

Best regards,

Kristina

I didn't blackmail her in any way and that's for sure.

Here is the very clear proof that they broke their own rules:

Ich04:23:45pm: Hello I played down now 800 euros and just cause you need years for withdrawals....Selfexclude me now permanently

Amaya Springs04:24:07 pm: You want me to close your account?

Me:04:24:51 pm: Permanent selfexclusion forever and no reopening.

Amaya Springs04:26:56 pm Your account has been closed. Thank you for contacting us!

You archived the chat

So that was the chat on 1/23/23, I will send it to you directly and you will see how I said 2 times that my account should be permanently excluded and not reopened.

Now the chat from 01/24/23 with the reopening

JohnsTue, 01/24/23 04:31:10 pm Europe/Berlin Hello. How may I help you?

Me:04:31:27 pm Hello can i reopen my account? I just had a bad day yesterday

Johns04:33:15 pm your account is open but takes 1 hour to be active

Me:04:33:34pm Ok thx

You archived the chat

Dear Casinoguru team, you surely see the violation of the rules you posted above, there is no doubt about that.

Ich habe sie in keinster Weise erpresst und das ganz sicher.

Hier der ganz klare Beweis das sie gegen ihre eigenen Regeln verstoßen haben:

Ich04:23:45pm: Hello i played down now 800 Euro and just cause you need years for withdrawals....Selfexclude me now permanent    

Amaya Springs04:24:07 pm: You want me to close your account?   

Ich:04:24:51 pm: Permanent selfexclusion forever and no reopening.

Amaya Springs04:26:56 pm Your account has been closed. Thank you for contacting us!   

You archived the chat

So das war der Chat am 23.1.23 diesen werde ich ihnen direkt zukommen lassen und sie sehen wie ich 2 mal gesagt habe es solle mein Konto permanent ausgeschlossen werden und ohne Wiedereröffnung.

Nun der Chat von 24.01.23 mit Der Wiedereröffnung

JohnsTue, 01/24/23 04:31:10 pm Europe/Berlin Hello. How may I help you?     

Ich:04:31:27 pm Hello can i reopen my account? I just had a bad day yesterday

Johns04:33:15 pm your account is open but takes 1 hour to be active    

Ich:04:33:34 pm Ok thx     

You archived the chat

Liebes Casinoguru Team, Sie sehen doch ganz sicher auch den Verstoss gegen die Regeln die Sie oben gepostet haben, da gibt es keine Zweifel.

Dear Yasin61,

When you tell someone that you will post something bad about them if they don't give you a bonus, it is already considered blackmail. This is because you are using threatening or coercive tactics to force someone to give you something that they would not have otherwise given you willingly.

By threatening to post something bad about the person, you are essentially using their fear of humiliation or damage to their reputation as leverage to get what you want. This is a clear violation of their personal rights and is considered illegal in most countries.

It's important to remember that blackmail is a serious crime, and if you engage in such behaviour, you could face severe legal consequences. Instead of resorting to blackmail, it's always better to communicate your concerns or requests in a respectful and professional manner. If you feel that you deserve a bonus or a raise, you can discuss this with your employer or manager and make a case for why you believe you should receive it. But threatening or blackmailing them is not the right way to go about it.

Regards,

Scatterhall

I'm not blackmailing you, as you can see from everything that's been uploaded, where is the chat where I tell you 2 times to exclude me permanently and without reopening? They leave that out, just ridiculous. And nice that you upload private email addresses and names, congratulations!

What are you talking about blackmail leverage or anything else??? Don't pretend, let your legal team come to court here in Germany, so you know exactly where you're going to end up😉

Can you put your hand in the fire and swear on your family that they have nothing to do with Wild Pharaoh? I say definitely not

Ich erpresse sie nicht, sieht man doch an all dem hochgeladenen, wo haben sie denn den Chat wo ich ihnen 2 mal sage mich permanent und ohne Wiedereröffnung auszuschließen? Das lassen sie weg, einfach lächerlich. Und schön das sie private Email Adressen und Namen hochladen, Gratulation!

Was reden Sie von Erpressung Druckmittel oder sonst was??? Tun Sie nicht so, lassen sie ihr Rechtsteam einmal hier in Deutschland vor Gericht kommen, da wissen sie ganz genau wo sie landen werden😉

Können Sie Ihre Hand ins Feuer legen und auf Ihre Familie schwören das sie nichts mit Wild Pharao zu tun haben? Ich sage ganz sicher nicht

Hello everyone,

Thank you both for your replies.

yasin61, do I understand correctly that these are the only messages in which you requested self-exclusion? I see that you indicated dissatisfaction with lengthy withdrawals. Is this the reason behind closing your account?

Yes, that is the only news and it is very telling and not to be misunderstood and clearly proof enough. No, the reason was gambling addiction, but whatever the reason, the casino clearly did not comply with their own terms and conditions and that is the main point. It shouldn't have reopened my account afterwards and therefore shouldn't have paid in either.... . I think the facts are clear.

Ja, das sind die einzigen Nachrichten und diese sind sehr aussagekräftig und nicht misszuverstehen und ganz klar Beweis genug. Nein der Grund war Spielsucht, aber was auch immer der Grund gewesen wäre, das Casino hat ganz klar die eigenen AGB nicht eingehalten und das ist der ausschlaggebende Punkt. Es hätte danach mein Konto nicht wiedereröffnet dürfen und somit auch nicht einzahlen dürfen.... . Die Fakten sind klar finde ich.

I am sorry, but I don't see any message in which you clearly stated that you want to close your account due to gambling addiction. If you saved such a message, please forward it to me in a separate email. Thank you.

No, I didn't send it that way either, but I clearly told the casino twice in the conversation I gave them that the account should be permanently closed without reopening. If I tell the casino this once, that's enough. You can now apply the Scatterhall terms and conditions that you put in above yourself and you will see that I shouldn't have been allowed to make any further deposits after my closure. The rules were clearly broken by Scatterhall, if you think that's not the case, then please provide arguments. And again for clarification, I permanently self-excluded the account without reopening it and it was reopened the very next day. Thanks very much

Nein ich habe das auch nicht so gesendet, aber ich habe dem Casino in dem Gespräch das ich ihnen bereitgestellt habe 2 mal deutlich gesagt das das Konto permanent ohne Wiedereröffnung ausgeschlossen werden soll. Wenn ich dem Casino dies einmal mitteilen reicht das. Sie können die AGB von Scatterhall die sie selbst weiter oben rein gestellt haben nun anwenden und sie werden sehen das ich nach meiner Schließung nicht weiter hätte Einzahlen dürfen. Da wurden ganz klar die Regeln seitens Scatterhall gebrochen, wenn sie meinen es wäre nicht so, dann bitte mit Argumenten. Und nochmals zur Verdeutlichung, ich habe das Konto ohne Wiedereröffnung permanent Selbstausgeschlossen u d es wurde direkt am nächsten Tag wieder eröffnet. Vielen Dank

Please note that stating a gambling problem as a reason for account closure is a basic requirement for us to proceed with a complaint like this and request a refund. Many players use an option to close their accounts just to take a break from playing, but that doesn't mean that gambling is a serious problem for them. Since you didn't clearly state you have a gambling problem, the casino was allowed to reopen your account and I am afraid that there is not much more we can do in this situation.

Since your account has been closed without an option to reopen it in the meantime, I am afraid that in this case, we are not able to proceed further with your complaint and ask the casino for a refund of your deposits. We would really like to help, but it is impossible for us this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.